AddressAbout us
Australian Clinical Labs (Clinical Labs) is committed to be the pathology provider of choice. Our business is growing rapidly and now has over 5000 employees and a truly national reach. We have approximately 100 NATA accredited laboratories that perform close to 6 million episodes each year for doctors, specialists, patients, hospitals and corporate clients. Clinical Labs services almost 100 private and public hospitals and is the largest provider of pathology services to public hospitals in Australia.
Who we are
We pride ourselves on our patient focus and medical excellence, empowering our people to help us to improve and save patient's lives. Our culture is agile and willing to change, and we always act with the highest respect and integrity. Clinical Lab's employees are passionate about what they do, the work environment in which they operate and the safety and wellbeing of all who interact with us.
About the role:
Reporting to the Call Centre Team Leader, we are looking for Call Centre Agents on a full-time permanent basis. The role will be multi-functional, working in a busy department within the Customer Service division of the company. The role will require you to provide quality service and first call resolution to our Doctors, Specialists, Patients and other care providers through the handling of telephone queries and general administrative duties relating to pathology services. This is an excellent opportunity for someone who is looking to progress their career in the health industry.
To be successful in this role, you will pride yourself in managing customer enquiries in a friendly, professional, and timely manner, focusing on first-time resolution.
Objective of this role:
- Handle a large volume of inbound calls, outbound calls, and administrative tasks in a timely manner.
- Follow communication scripts, systems process rules and use knowledge and expertise to provide solutions and guidance on caller needs.
- Identify customer needs, examine solutions, resolve complaints, and follow up any detail required.
- Maintain ownership of calls throughout the lifecycle of a caller's request, including follow-ups with escalation supervisors.
Your key responsibilities will be:
- Being available and responsive to a busy call queue. As part of a wider national team, your readiness to serve is key to the role.
- Understand and utilise the organisation's computer system to extract and enter information in relation to customer enquiries.
- Maintain a sound knowledge of the Results process, Accounts, Specimen Collection, Reception, General Clerical /Data Entry and basic laboratory functions of the organisation.
- Provide information to external and internal customers relating to appointments, special preparation for tests, and general inquiries.
- Update patient records on the business database, with attention to accuracy and relevance, as well as provide assistance to the Accounts and/or Technical areas as necessary.
- Perform other clerical duties as directed by the Call Centre Supervisor, e.g. filing, envelope filling, memorandum distribution, returned mail inquiries etc.
- Ensure other clerical duties are performed promptly.
To be considered for this role you must possess the following:
- Well-developed written, verbal and interpersonal skills.
- Competent conflict resolution, negotiation and problem-solving skills.
- Demonstrated ability to work effectively in a team environment under tight time constraints to achieve deadlines.
- Strong administration/office skills.
- Very good, efficient keyboard skills.
- Confident computer skills and ability to learn/adapt to new system processes.
- Previous Customer Service/Call Centre experience an advantage.
- Current Police clearance.
- Fully Covid-19 Vaccinated (requiring 3 recorded vaccinations on MyGov issued certificate).
- Experience in the Health Care industry will be highly regarded.
Australian Clinical Labs is an equal opportunities employer, we encourage applications from people of all ages, nationalities, abilities and cultures - including Aboriginal and Torres Strait Islander peoples, the LGBTQI+ community and people living with disability. We're happy to adjust our recruitment process to support accessibility needs. We also welcome applications from individuals with culturally diverse backgrounds.
As a healthcare provider, Clinical Labs requires all new employees to be fully vaccinated against COV-19. If successful, we will ask for proof of immunisation accordingly for our records.
Please note, only shortlisted applicants will be contacted.
